CMS data definition and formula

[maeganfrost]

Hi,

We are trying to map an existing report to have it automated. We are trying to get the correct formula for Outbound Time and Outbound Calls. The formula used to generate that fields were EXT_OUT_OFF_TIME and EXT_OUT_OFF_CALLS respectively. When we used this report, no data was found. We tried to find the data definition for these 2 fields and it was not available. Even in the manual. The only reports we were able to find are EXT_OUT_TIME and EXT_OUT_CALLS. We also tried to use the formula for these 2 fields but it was not showing the correct numbers as in the CMS report.

Can you please assist me with this concern. Is there any other way, like formula to use to get the Outbound Time and Outbound Calls?

 

[Stinney]

AUXOUTOFFTIME
ACWOUTOFFTIME

https://downloads.avaya.com/css/P8/documents/100069437

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius

 

[maeganfrost]

Hi,

I was told by my ex-colleague that EXT_OUT_OFF_CALLS or EXT_OUT_OFF_TIME does not include internal calls.

Is there an alternative formula that we can use to get the Outbound Time and Outbound Calls with a query of EXT_OUT_OFF_TIME or EXT_OUT_OFF_CALLS?

 

[Stinney]

Correct the OFF part of the data calculation or data item is a designation that the call was "off net" (made to an outside destination).

What report in CMS are you running?

EXT_OUT_OFF_CALLS or EXT_OUT_OFF_TIME is defined in the CMS Database Items and Calculations document I referred to earlier. The calculation definitions start on page 384. You then have to look at what data items the calculation is using and how it's cacluating them + - / *

EXT_CALL_OUT = (ACWOUTCALLS + AUXOUTCALLS)

Definitions of data items ACWOUTCALLS and AUXOUTCALLS:

Split/skill tables
The number of ACWOUTCALLS that are placed to an off-communication server destination. If
these calls are placed by an adjunct on behalf of an agent while the agent is in ACW, they are
also counted as ACWOUTADJCALLS.
This is a cumulative item.
Agent tables
The number of ACWOUTCALLS that are placed to an off-communication server destination. If
these calls are placed by an adjunct on behalf of an agent while the agent is in ACW, they are
counted as ACWOUTADJCALLS.
This is a cumulative item.

Split/skill tables
The number of AUXOUTCALLS that are placed to a destination outside the communication
server. If such calls are placed by an adjunct on behalf of an agent, they are also counted as
AUXOUTADJCALLS.
This is a cumulative item

Agent tables
The number of AUXOUTCALLS that are placed to a destination outside the communication
server. If such calls are placed by an adjunct on behalf of an agent, they are also counted as
AUXOUTADJCALLS.
This is a cumulative item.



- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius

 

[maeganfrost]

Thanks Stinney. Will try the formula you mentioned.

 

[Stinney]

You shouldn't have to use the formula, you should be able to just use the calculation item EXT_CALL_OUT if data is available in the skill or agent report.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” ? Confucius